PTI Security Systems - Help Center

If your tenant Access Level keeps changing to the incorrect number after correcting it in StorLogix, it is likely set incorrectly in your Facility Management/Accounting Software.  The setting in that software will overwrite what is in StorLogix when it sends data over about that tenant.

You can find the Serial number on your sales order.   If it is not there for some, tech support will need the sales order number to generate a Serial Number for you.

Right-click on the taskbar. Open task manager. Scroll down the list of apps running until you find the LogixServer service. Right-click on item, then left-click on end task. Reset the FXT board using the SW1 button in the top left-hand corner of the board. Hold for 3 seconds. Open the control panel. Click on Administrative Tools. Click on services. Scroll down the list until you find LogixServer. Right-click on item. Left-click on start service. Run the LogixServer dashboard setup. Select type of connection and follow prompts.

First, try to restart your entire computer. Save all your work, if any. Close all your software. Restart the entire computer. Allow the computer to complete the entire restart sequence. After the computer has completely restarted, allow 15 more minutes to pass before trying to start your software. Start your software, take note of any software error that might display, and verify if your software is now working. 

Navigate the URL at the top of the error screen - C:\Users\User\AppData\Local\PTI_Security_Systems\LogixServerDash.exe_Url_20gvevqvxna5cydtwj2y2kpuijsqvbbt\5.1.7.0. Delete the user.config file. If the AppData folder is not accessible, click on view at the top of the screen, then options, then change folder and search options. In the folder options window, click on view. Click on show hidden folders and files. Apply. Open LogixServer. GUI should display no errors.

You will need to perform the following steps:
1. Create a backup of your StorLogix database from your old computer by going to File>Backup in StorLogix. This should be saved on an external driver to allow it to be transferred to your new computer easily.
2. Install StorLogix by running setup.exe from the installation media.
3. After StorLogix has been installed, copy the backup file generated in step 1 to C:\PTI\Backup on the new computer.
4. Go to Start>All Programs>PTI Security Systems>StorLogix>Restore Site Data. This will allow you to restore the site’s data from the backup located in C:\PTI\Backup.
Once the backup has been restored, and StorLogix has been opened, please perform the following steps in LogixServer Dashboard:
1. Under the Options menu, select 'Show Sites Managed by Other Machines'
2. Click on the link that shows the old computer’s name that was running StorLogix.
3. When prompted if you would like to run LogixServer on this PC, select YES.
Please note that you may need to run through the LogixServer setup wizard to establish a connection.

You will need to turn on Free Late Exit so the customer can exit even when it is after hours. Under Setup > Falcon XT, click on the advanced button in the lower left corner of the window. In step 4 you will find a section for Late Exit. Set the mode to Free Late Exit.

Right-click on the taskbar. Open task manager. Scroll down the list of apps running until you find the LogixServer service. Right-click on item, then left-click on end task. Reset the FXT board using the SW1 button in the top left-hand corner of the board. Hold for 3 seconds. Open the control panel. Click on Administrative Tools. Click on services. Scroll down the list until you find LogixServer. Right-click on item. Left-click on start service. Run the LogixServer dashboard setup. Select type of connection and follow prompts.

First, check under Tools and Open Door/Gate to make sure the gate is not being held open by the software. This is most likely a hardware failure that will require troubleshooting with test equipment to resolve. The best option for the site is to call a local gate technician to check the gate operator, vend input, vend wiring, and PTI vend relay to that gate. The PTI System only sends a command to open the gate. Once the gate is open, it is on an internal timer within the gate operator to close. The gate should close itself. The cause of the failure to close could be one or more of the following: Malfunctioning Gate Operator (machinery outside that drives the gate, shorted vend wiring in the conduit, or Shorted relay on the PTI System.

This indicates a communication issue between the keypad and the Falcon XT controller on the RS-485 network. This error usually indicates a power or wiring issue. You will need to contact your installer or one of the PTI partners to correct the hardware issue.

This indicates a “COMMunication ERROR” of the Falcon XT controller on the RS-485 network talking to a device like a keypad or card scanner. This error usually indicates a power or wiring issue. You will need to contact your installer or one of the PTI partners to correct the hardware issue.